Guest Experience Advisor: Inbound Calls & Email

Away Resorts Ltd; Hemel Hempstead; On-site; GBP 22,000 - 27,000; Full time

Benefits offered by this job

Bonus scheme

Enhanced family benefits

Life insurance

Discounts on Away Resorts holidays

On-park discounts

Awards and recognition

Job summary

Away Resorts Ltd in Hemel Hempstead is hiring a Contact Centre and Guest Email Advisor to handle inbound calls and respond to guest queries by email and phone, helping guests book, upgrade, and resolve post‑stay questions.

You’ll deliver friendly, clear information, build rapport, and support guests throughout their holidays, reporting to the Guest Experience Operations Manager in a fast-growing, customer‑focused team at one of the UK’s leading holiday providers.

Qualifications

• Strong communication and listening skills to understand guest needs.
• Ability to stay calm and friendly under pressure while resolving queries.
• Experience handling bookings, upgrades and general inquiries in a customer-facing role.
• Excellent teamwork and a can-do attitude in a fast-moving environment.
• 1+ year of experience in a contact centre or telephone-based customer service role.

Responsibilities

• Take inbound calls from guests and assist with bookings and upgrades.
• Respond to guest queries via email and telephone pre- and post-stay.
• Provide clear, friendly information and build rapport with guests.
• Support guests to ensure a smooth and memorable holiday experience.
• Collaborate with the team to maintain high guest satisfaction.

Skills

People skills

Guest empathy

Multitasking

Positive attitude

1+ year contact centre experience

Job description

Away Resorts Ltd in Hemel Hempstead is hiring a Contact Centre and Guest Email Advisor to handle inbound calls and respond to guest queries by email and phone, helping guests book, upgrade, and resolve post‑stay questions.

You’ll deliver friendly, clear information, build rapport, and support guests throughout their holidays, reporting to the Guest Experience Operations Manager in a fast-growing, customer‑focused team at one of the UK’s leading holiday providers.